We hope that you’ll love your products as our customer’s satisfaction is extremely important to us. However, we appreciate that from time to time, there may be some slight problems which we are happy to address for you.
If you do have any problems with your order, we would ask that you report it to us at your earliest convenience. However, we do allow 14 days for any returns.
We do our best to ensure your items reach you in perfect condition, however as we use third party couriers, unfortunately sometimes damages can occur. If you feel your item has been damaged in transit, or perhaps not what you were expecting, we would ask for you to email over some pictures to Charlotte@luof.co.uk in order for us to resolve this as soon as possible for you.
We aim to respond to all emails within a few hours, however, should you require an urgent response; please feel free to call our friendly advisers on 020 7096 1571 who will be happy to address your concerns.
If you have simply changed your mind, no longer require the item or aren’t happy with it, we offer a 7 day return to base refund policy. Once you have reported the problem to us, we would advise you on where to return the item to, and upon receiving the item we will process your agreed refund.
In this case, the buyer is responsible for the return postage costs and the condition of the item until it is received back at our warehouse. For change of mind, we reserve the right to add on a discretionary restocking fee. This applies to both new and used furniture. We also reserve the right to charge for incomplete returns, customer’s errors in orders or unwanted items. Please note: Made to order items are non refundable unless faulty.
For any damaged items, please contact us in the first instance and we will resolve quickly and professionally for you.
Our second hand furniture is sold as seen, as per the pictures and descriptions. The items are available for viewing at our warehouse. If you are not happy with the condition of the items, please refuse the items upon delivery. Please note – for storage items, keys are not always available.
Our returns policy does not affect your statutory rights for faulty or not as described items.